Holiday Inn Express Hotel & Suites Bentonville by IHG

Disappointed In this HIE. comfortable bed and pillows.Quiet sleep. Shower was great. Only one unpleasant staff member, everyone else excellent. Parking lot full of holes. Large stands of black hair plastered on shower wall. No orange juice or milk at breakfast. No working ice machines.

Nice Stay Older hotel but very well maintained. Rooms were large and clean. The water pressure was outstanding! Stayed for 3 nights. Very good location next to I-49. Easy to get to local attractions or businesses from here.

Not what I’d expect from IHG Mattresses need replacing!!! We have had 2 different rooms and both king beds were horrible. The sheets in this room are disgusting. Body hair that is not ours in the bed. Nothing has been sanitized. They do not put clean comforters on the bed. It’s so disgusting!! No extra blankets in the room. Tv remote didn’t work. Asked them to replace it on day 2 and got there that night and it hadn’t been replaced. . Gave us 1 coffee pod when I asked for room to be cleaned on day 3. There are 2 of us in the room. We have stayed 2 workweeks now and 2 more weeks booked. Please replace mattresses and buy better sheets. The ones on both beds have been so thin they almost have holes in them

Horrible New Management Horrible experience with new management. DO NOT BOOK HERE! My wife and I booked the conference room for a baby shower at this hotel on September 9th, 2022. We signed a contract with the now known to be previous hotel management agreeing to pay $150 plus tax for an all day rental to ensure adequate time for set up and take down. Today, my wife emailed the hotel management to confirm and received an “invalid address” response. She then proceeded to call the hotel to speak with management and was met with hostility and unprofessionalism from the hotel’s management. She was told that “the agreement was made with the hotel’s previous ownership and they would not honor a ‘bad business practice’ and told my wife that it would now be $300 plus a $50 deposit since we wanted to bring food.” Concerned, my wife came and told me of this and I took it upon myself to call the hotel myself and confirm this. I initially spoke with the front desk manager and requested to speak with the general manager about this, as we wanted the initial agreement honored. He took down my phone number and ended the call. Within 20 minutes, the general manager of the hotel called me back under the name of “Michael." I politely explained to him that we had an existing agreement with the hotel, to which his immediate response was “We don’t have an agreement with you. You have an agreement with the old management.” Immediately I found this to be an unprofessional response. When I pressed him on the agreement, I was continually met with gaslighting responses by the General Manager. I asked him how I was ever supposed to know that the previous agreement was “null and void” as he had stated, to which he responded “you should have called, because your contract had three different dates that you were supposed to call and follow up with”. When I informed him that this was not the case, his response was “I can’t help the bad practices of the previous staff.” When I asked him if he intended to let us be blindsided by these sudden changes on Saturday the 19th had we not called, he did not respond and instead stated “Had you not called us before 4 pm today, the contract would have been terminated anyways” despite him previously stating our contract was “null and void” anyways since they were not honoring previous agreements with the old staff? The rules continued to change as our conversation escalated. The manager continued to shout and speak over me in spite of me pointing out his clear lack of professionalism. When I asked him if he even had knowledge of our arrangement, he said he was aware as they had gone through the contracts when they took over. When I asked him why he nor his staff felt it necessary to reach out to us over a month ago when they became aware of this, he continued to gas light me and insist it was my fault for not confirming with his management staff. He continued to insist that it was "his right" as the "new management" to terminate our "bad agreement" and said numerous times "based on our conversation" that he "did not feel it was necessary to even bother trying to work with us based on how the conversation was going." Before the conversation was over, in a last ditch effort to try and come to an agreement on something, I had asked if he would propose something else, to which he replied he would only rent it to us for four hours. When I asked if we would be able to arrive early to decorate, he was unwilling to provide further assistance and told us that anything beyond that would be full price. At no point was the general manager considerate of our plea's, nor did he express any sympathy to our position despite our futile attempts to reason with him. The manager finally said he was "canceling our contract and refused to work with us" and hung up on me when I asked him for the number to file a formal complaint with their corporate office. I am horribly disappointed that my wife and I were treated in such a disrespectful manner. We were ultimately left with two days to scramble to find a replacement venue for our baby shower, my 8 month pregnant wife in devastated tears at this point, so you can imagine the stress this has caused us. If you are familiar with NWA, then you are aware of how unlikely it was for us to find a replacement venue. In fact, we call another IHG location just down the road to inquire about a regional manager, we were told by the staff of that location that it was not the first time that they had heard such a story of this particular individual. They were apologetic for this mans behavior and went above and beyond to accommodate our needs as best as they could despite not being at fault for this ordeal. Holiday Inn's Mission Statement is as follows: "To make a difference in the lives of the individuals we touch every day, by working together to deliver commitment, personalized service and a superior hospitality product by upholding a strong moral system and actively participating in the community." This staffs management failed to deliver on the company's declared values. Sad!!

So Very Loud Our room was on the fourth floor on the front of the hotel (facing Walton BLVD). Starting around 5:30 or 6 AM the noise from the street was so loud none of us could sleep. This was on a Sunday morning, so I cannot imagine how loud it must be during the week. The front desk staff were not bad, but behaved oddly when I asked for something. Just not helpful or friendly. Breakfast below average for what I'm used to for Holiday Inn.